Sage is a company that specializes in providing business management software and services. They are seeking a Bilingual Customer Support Expert to identify customer needs and resolve technical issues regarding their products and services, while enhancing customer relationships and ensuring a positive experience.
Responsibilities
- Through excellent probing and a comprehensive understanding of Sage’s products and services, identifies the root cause of the customer’s software or system issues
- Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues
- Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)
- Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training
- Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals
- Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs
- Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes
- Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources
- Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
- Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage
Skills
- Bilingual: French and English is a MUST
- Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately complex issues
- Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well as identifying cases that require escalation (either strategically or technically)
- Ensures technical expertise by staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training
- Owns the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics and goals
- Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage's solutions to address their needs
- Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes
- Documents customer contact, using relevant systems, in a clear, concise and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources
- Works collaboratively and effectively in a team, maintaining a positive attitude, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
- Prioritise work to balance importance from a customer perspective with operational efficiency, managing time and resources to ensure the best possible outcome for the customer and Sage
- Communicates clearly and effectively in English AND French (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems
- Actively listens to each customer, remaining focused at all times to ensure attentiveness and enable a response that demonstrates an in-depth understanding of the issue at hand
- Demonstrates an understanding of customers' needs, going above and beyond to meet and exceed these, in order to build strong and trusted relationships
- Takes responsibility to deliver exceptional customer support, proactively solving problems and driving the best customer outcomes
- Has the flexibility to adapt to varying customer situations, handling change effectively with a positive approach
- Demonstrates the technical knowledge and skills required to accomplish complex activities in relation to Sage's products and services
- Solves problems through data analysis and critical thinking in order to reach logical conclusions and provide optimal solutions
- Driven, likeable, curious, bold, caring and resilient
Benefits
- 100% paid premiums for health, dental, and vision coverage
- RRSP contribution match (100% up to 4%)
- 35 days paid time off (11 holidays, 16 vacation days, 3 personal days, 5 sick days)
- Work Away, an opportunity to work & play for 10 weeks in a country of your choice (from a Sage-approved list)
- 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after your start date
- 5 days paid yearly to volunteer (through Sage Foundation)
- $5,250 tuition reimbursement per calendar year starting 6 months after your hire date
- Sage Wellness Rewards Program (annual fitness reimbursement)
- Library of on-demand career development options and ongoing training offerings
Company Overview
At Sage, we knock down barriers with information, insights, and tools to help your business flow. It was founded in 1981, and is headquartered in Newcastle Upon Tyne, Newcastle upon Tyne, GBR, with a workforce of 10001+ employees. Its website is http://www.sage.com.
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